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Factors Influencing Switching Behavior of Telecom Customers in Saudi Arabia

Author

Listed:
  • Abdulmajeed K. Al-Otaiby
  • Emad A. Ismail

Abstract

Since the introduction of mobile number portability (MNP), customers of telecom service providers have been switching between service providers in high rate in Saudi Arabia. This imposed a challenge for telecom service providers to know the reasons of such phenomena and try to minimize it. In this research paper, we studied the variables that affect the customer's decision to stay with or switch current telecom service provider in Saudi Arabia. The analysis of data shows that the most significant variable is offers and prices.

Suggested Citation

  • Abdulmajeed K. Al-Otaiby & Emad A. Ismail, 2023. "Factors Influencing Switching Behavior of Telecom Customers in Saudi Arabia," International Journal of Business and Management, Canadian Center of Science and Education, vol. 17(12), pages 1-32, February.
    • Handle: RePEc:ibn:ijbmjn:v:17:y:2023:i:12:p:32
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    References listed on IDEAS

    as
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    2. M.Sathish & K.Santhosh Kumar & K.J.Naveen & V.Jeevanantham, 2011. "A Study on Consumer Switching Behaviour in Cellular Service Provider: A Study with reference to Chennai," Far East Journal of Psychology and Business, Far East Research Centre, vol. 2(5), pages 71-81, February.
    3. Gronroos, Christian, 1990. "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface," Journal of Business Research, Elsevier, vol. 20(1), pages 3-11, January.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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